Contact Center Loan Support Specialist

Northwest Bank•Erie, PA

26d•$16 - $18

About The Position

As a Loan Support Specialist within the Contact Center, you will be part of team of exceptional customer service professionals that are dedicated to providing exceptional service our customers. As a trusted support partner, the specialist will provide support to internal/external customers with regards to all retail loan products (mortgage. equity, consumer, indirect and credit card). This position works to achieve monthly call quality performance while educating clients on products and services. This position is eligible for a shift differential. Essential Functions: • Provide support to internal and external customers with a broad range of loan support questions and issues. These interactions may occur across multiple delivery channels. • Embody a strong client experience culture, ensuring that you deliver exceptional service in each and every interaction. • Deliver best-in-class customer experience to both internal and external customers while achieving service levels, quality standards, and designated performance targets. • Resolve complex customer service issues, provide recommendations on appropriate solutions while utilizing a first call/contact resolution approach. • Support new employee training as a coach/mentor to newly hired team members. • Maintain strong levels of attention to detail while completing assigned tasks. • Work extended hours and weekends on a rotating basis to provide support to internal and external customers. • Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations • Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency • Work as part of a team • Work with on-site equipment

Requirements

Ability to establish effective working relationships among team members and participate in solving problems and making decisions Working
Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written Working
Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information Working
Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
High School Diploma, Associate's Degree, or equivalent preferred

Nice To Haves

2-3 Years Internal/External customer service experience preferred
2-3 Years Bank or financial services experience preferred

Responsibilities

Provide support to internal and external customers with a broad range of loan support questions and issues. These interactions may occur across multiple delivery channels.
Embody a strong client experience culture, ensuring that you deliver exceptional service in each and every interaction.
Deliver best-in-class customer experience to both internal and external customers while achieving service levels, quality standards, and designated performance targets.
Resolve complex customer service issues, provide recommendations on appropriate solutions while utilizing a first call/contact resolution approach.
Support new employee training as a coach/mentor to newly hired team members.
Maintain strong levels of attention to detail while completing assigned tasks.
Work extended hours and weekends on a rotating basis to provide support to internal and external customers.
Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
Work as part of a team
Work with on-site equipment

Benefits

Shift differentials are provided for hours worked outside of standard office operations.
Additional bonus earning opportunities and benefits are also available.

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